Consumer Experience Advisor CXA
Consumer Experience Advisor CXA
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 62000 - 74000
1 Vacancy
Job Description
Job Location
NewtonJob Description
SKII is seeking to hire a Consumer Experience Advisor to support questions inquiries critical issues and team capability building on consumer products and orders in their Newton MA office. This position will report into the office on a hybrid basis TuesdayThursday.
The Advisor will handle endtoend of business processes for SKII and will be responsible for process communication deployment and continual improvements for resolving consumer inquiries. They will provide direction and mentor to employees/leaders as well as ensuring service level agreements are met with completed outcome summary.
Responsibilities
- Engage with customers primarily through phone email live chat and social media platforms.
- Consumer Loyalty: Engaging customers through community management of social platforms (including Ratings and Reviews).
- Contact Support: Resolving customer issues as the second line of defense for the customer contact center.
- Education: Providing contact center agents with updated knowledge of Brand and initiatives.
- Product knowledge: Guiding customers on how to use SKII products effectively by explaining benefits application todo brand history etc.
- Excellent interpersonal skills: Ability to clearly explain complex information actively listen to customer concerns and respond expertly. Consistently composing grammatically correct concise and accurate written responses to customer issues.
- Issue troubleshooting: Diagnosing customer problems identifying root causes and offering appropriate solutions to resolve technical issues.
- Complaint handling: Timely handling ofcustomer complaints resolving complex issues and seeking consult with relevant departments when necessary.
- Feedback collection: Gathering customer feedback and relaying it to relevant teams to improve service quality.
Job Qualifications
Requirements and skills
- Shown customer support experience or experience as a Client Service Representative of at least 3 years. Previous experience with luxury beauty or fashion is helpful.
- Strong phone contact handling skills and active listening
- Strong team player. This role requires cross functional collaboration and working with multiple business partners
- Familiarity with Salesforce CRM is helpful.
- Customer orientation and ability to adapt/respond to different situations
- Excellent communication and presentation skills
- Ability to multitask prioritize and manage time effectively and handle large volume of calls emails chats DMs
- Bachelors degree
- 3 days in office (Newton) Tues to Thurs is required.
Compensation for roles at P&G varies depending on a wide array of nondiscriminatory factors including but not limited to the specific office location role degree/credentials relevant skill set and level of relevant experience. At P&G compensation decisions are dependent on the facts and circumstances of each case. Total rewards at P&G include salary bonus (if applicable) benefits. Your recruiter may be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the hiring process.
We are committed to providing equal opportunities in employment. We value diversity and do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status.
Immigration Sponsorship is not available for this role. For more information regarding who is eligible for hire at P&G along with other work authorization FAQs please click HERE.
Procter & Gamble participates in everify as required by law.
Qualified individuals will not be disadvantaged based on being unemployed.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Job Schedule
Full timeJob Number
RJob Segmentation
Experienced Professionals (Job Segmentation)Starting Pay / Salary Range
$62000.00 $74000.00 / yearRequired Experience:
Unclear Seniority
Employment Type
Full-Time
